Customer Retention Specialist
New
Fully remote work with flexibility across Europe. Listing location: GermanyFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum 1 year
- Required Skills
- HTMLCSSMicrosoft Power BIGoogle AnalyticsJiraTableauCRM
Requirements
- Minimum 1 year of experience in a similar Customer Retention, CRM, or lifecycle marketing role.
- Strong understanding of retention strategies, customer lifecycle management, and engagement-driven marketing.
- Experience designing and executing CRM campaigns and retention/rehabilitation initiatives.
- Solid knowledge of key marketing and product metrics such as Retention Rate, Conversion Rate, ARPU, RFM, Open Rate, CTOR, and Delivery Rate.
- Hands-on experience with campaign management systems such as Smartico, FastTrack, Customer.io, or similar platforms.
- Proficiency in analytics and reporting tools such as Power BI, Tableau, or Google Analytics.
- Experience working with task management tools such as Jira or similar systems.
- Basic to advanced knowledge of HTML/CSS for email or campaign customization.
- Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
- Experience in project management and cross-functional collaboration.
Responsibilities
- Analyze customer behavior and segment user bases to develop targeted and highly relevant retention strategies and personalized offers.
- Design, configure, and manage automated CRM campaigns across the customer lifecycle, including onboarding, engagement, retention, reactivation, and win-back flows.
- Build and maintain a structured retention communication calendar and ensure consistent execution of marketing initiatives aligned with KPIs.
- Conduct A/B testing of marketing and product hypotheses, analyze results, and implement successful improvements.
- Develop detailed briefs and requirements for design, copywriting, and development teams to support retention campaign execution.
- Monitor, analyze, and optimize retention funnels and campaign performance across multiple communication channels.
- Work closely with analytics and research outputs to refine customer journey mapping (CJM) and retention strategy.
- Lead cross-functional retention initiatives in collaboration with product, marketing, and CRM teams.
- Track, report, and evaluate key performance indicators such as retention rate, conversion rate, ARPU, RFM, OR, CTOR, and delivery metrics.
- Ensure continuous optimization of campaigns through data analysis and performance reporting.
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